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EXIN ITIL Foundation (V4) Sample Questions:

1. Which practice has a purpose that includes restoring normal service operation as quickly as possible?

A) Deployment management
B) Problem management
C) Incident management
D) Supplier management

2. Which will NOT be handled as a service request?

A) The provision of a laptop
B) The replacement of a toner cartridge
C) A complaint about a support team
D) The degradation of a service

3. Why should service desk staff detect recurring issues?

A) To escalate incidents to the correct support team
B) To engage the correct change authority
C) To help identify problems
D) To ensure effective handling of service requests

4. Which type of change is MOST LIKELY to be initiated as part of the 'service request management' practice?

A) An emergency change
B) A normal change
C) A standard change
D) A change model

5. What is the PRIMARY use of a change schedule?

A) To manage emergency changes
B) To plan changes and help avoid conflicts
C) To manage standard changes
D) To support the 'incident management' practice and improvement planning

Solutions: